View Solution/Assign contact to role
I can't figure out how to allow a contact to view solutions added to SupportCenter plus (build 7012). From what I've read it appears that a contact would need to be added to the SDGuest role but I cannot find where to assign contacts to roles. If this is NOT what you need to do to allow a contact to view solutions when they login, please tell me how to accomplish this.
Difference between Account & Contact
Hi, I am new to the world of SupportCenter. I don't know the difference in the business logic between the account and the contact. Regards, King0
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Notification of Attachment only seen on inital request
After the primary email request comes in, if it has an attachment, it is shown under the attachments button However, you don't get any notification that there are attachments on any emails that follow unless you scroll down to the bottom of every email that you have been sent. It may seem insignificant as you will generally scroll down the email anyway but if there is a lot of history this is frustrationg. It would be beneficial if we could have an attachment type button as in the original request
Notifications - Additional Fields
Hey Hey, It would be great if we could specify additional fields within email notifications. For instance, instead of 'Account' we have an additional field called 'Agency Short Name' which is the abbreviated name of the account. This is required for reporting purposes to allow us to see customer ID's, rather than their name. We would like to be able to include this field in email notification within the Subject field...example: [$Agency Short Name] RequestId ##$RequestId## has been assigned to you.
Updates to merged requests generate a new request
Hi Support, I've had a query from a contact who is a bit confused. They raised a request with us which was given an ID, for example 200. This request was, in the opinion of our support reps, a duplicate of ID 150 and the two were therefore merged together. The client subsequently sent an update to ID 200 (for which they'd received an automated response) and this generated a new request ID of 210. I'm asuming that the problem has arisen because ID 200 no longer exists as a unique ID having been merged
Support Rep assignment doesn't work with Request Templates
Evening, When a contact creates a request with a Request Template, it does not retain the Support Rep for which the template should have assigned.
Reports. Help
Hi All, I need to generate a report with Sub-Accounts colums. I try to generate, but I don't see the option, is possible? Thanks, Alex Vega
Cost for time entry, or multiple costs for Support Reps?
Surely I can't be the only one who offers 2 different hourly rates based on the support method I use (remote/onsite)? At the moment, the only way I can see to get around this is to create a support rep with the same name, but with 2 different rates/costs. Is this something that others would want/need in the next release? Thanks.
Active Directory integration - questions
Hi Support, I've been testing the new AD functionality in 7012 and wanted to clarify a few things: 1. When you pull users from AD all users are read from the given OU(s) into the SC+ database and permanently stored there. What happens when a user is no longer in the AD OU? 2. These are then linked to Support Rep accounts. What criteria does SC+ use to link the AD account with a Support Rep in the DB? 3. When querying AD a domain, domain controller, username and password is required. This info is
no way to verify the valid contract unless have admin pass
I have many request that are coming via telephone, our operator types the contact name and the account information appears but there is no way to verify if this account have a valid contract or the services included on it, is a very good feature the way you can check the services to include in the contract could be better if the user could be able to see in that way the services included, we have a repair center and the person in charge needs to verify what kind of services he can provide over all
Tickets "On Hold" Reminder
Add a feature to SupportCenter Plus that can automatically send a reminder to a contact if his ticket status is �on hold� for more than a set period of time (Let�s say 3 days). For example, a ticket is put feature �on hold� because we are waiting for the customer feedback (or for the customer to do, test or check something). If we haven�t received the feedback after a set amount of days the system automatically sends an email to remind the customer that we are waiting for his feedback. And possibly
How do you make Solutions availble for all Account Groups?
It seems like Solutions do not show up if contacts are in an Account group. How do you get around this? Can you have "global" Solutions, those that all contacts regardless of group can see and "Account" specific solutions that only the contact of a particular "Account" can see?? This seems like a great idea if it doesn't exist already. Really would like to know about the main question though, Solutions for all contacts regardless of "Account". Thanks! - Mike
Spell Checker
Hi Can the option of user controlled spell check dictonaries be added to the list for future update. We use several program names in our replies and they all flag as wrong evertime. Also being in Ireland the words "colour" + "centre" seems to confuse it. David
Close function for customer
Our customers need to be able to close a request formally. They need to have a function that allows this. Maybe under -Action- / Close Request.
Contacts that are CC'd don't show on assigned Request templa
Hi Support, During out of office hours we had an incident recently where a request came in from one of our priority customers and they had cc'd their boss. From supportcenter this was emailed out directly to a support reps mobile phone email address so we could respond while being away from a PC. I suppose it would be the same case if we had SMS set up. When the supportrep got this email he replied immediately as it was an urgent issue and sent the response. The originators boss didn't know that
Outbound Email as HTML
We outsource a lot of our support. These 3rd parties do not have access to the internal SDP, but are notified of tickets by email. Many users email their issues direct to SDP, and include screen shots and other graphics to demonstrate their issues. At present SDP only has text outbound emails so a lot of detail is lost about the issue to the 3rd party. When will SDP include an option to have either text or html emailing outbound?
Creating Invoices, from the TimeSpent reports
Please could somebody assist me. I am trying to create some invoices, from the timespent reports, and I am coming up against several roadblocks. I am hoping someone may be able to explain how they do it, so I can get some ideas... :) This is how I am trying it currrently: I run the timespent report by account, to get a list of the completed jobs, assigned to the accounts. I have been able to get the different accounts to appear on their own, seemingly, pages. However, the heading with most of the
moderated
Hi I have a question, Who moderated the forum? You can get it icq
Images in Solutions
Hi Running on build 7011. We have a problem in the solutions. If the solution have a picture, the picture is after a couple of days is not showing. Properties for the images is pointing to a fil in the folder [server]/inline/solution/number/filename. Is there a solution on how to solve this?? Thanks Regards MPJ
text/html for inbound mail
When multipart MIME messages are sent by customers SupportCenter is able to extract and display the HTML contents. I have a system that sends e-mails to SupportCenter as text/html (not MIME). SupportCenter is handling these as plain text meaning we see the raw HTML in the ticket. Is there a fix for this? Marc
Badly needed Feature: Contacts ARE ALSO SupportReps
This has been a long-standing feature request that until implemented, cannot result in a product deployment of SupportDesk Plus in any enterprise environment. The lack of this feature is what previously drove us to consider other options. We had hoped that, given the passage of time, this feature would have found its way into the production build. I'm disappointed this is not the case. The SupportDesk product lacks the notion that a SupportRep might ALSO be a Contact. Frequently, the "Server Guys"
Attachments just disappear ...
Hi, We did a test and emailed a reply on a request with a attachment larger then 3 MB, what happen was that the attachment just disappear out in the cyberspace. The mail went in to the right request as it should, but not the attachment, and there was nothing saying that anything has gone wrong or has been deleted or anything /Per
Signatures not working in 7012
Hey guys, We just loaded the 7012 build, and we clicked on the Personalized button in SCP to set up our email signatures, but now only the Administrator's account email signature is shown in all emails, regardless of the support rep that is doing the reply or forward. Just to clarify, every support rep has created an email signature, including the administrator, but regardless of what support rep responds to an email, only the administrator's email signature is shown. Any ideas as to what is going
Printer button?
Is there a way to place the print ticket in a more accessable place?
Controlling the order of 'additional fields' on the Request
Hi First time poster ! I'm tasked with creating a new layout of fields so that our request form looks it best. That means I need to move the fields around so they are grouped in a logical order. We are only talking about the 'Category' section of the form. Now, I have given each of the 12 "additional fields" a label the corresponds to the number next to each label when in the 'Requst - additional fields' view. 1 =1 and so on. When I do a 'request form preview' the fields are arranged like this. Category
SC + Apache
Hi, a customer plans to deploy SupportCenter in a dedicated server, the server is with Windows but they are planning to use APACHE as web server for some customer pages. Is there a way to make that support.domain.com goes to the SCenter page? in the port 80, without having to put 8080. Thanks
problem in software deployment
Hi, i am using desktop central 6 free version (for 10 computers) During remote software deployment I am giving a software for deployment in server. After logout the client and again logging in during deployment it is giving error: 1073741790 please help me out.
Restore Version 7008 Problem
Hi, i just reinstalled the server. Before I did that, i upgraded to Version 7011. What i did not do is a Backup with Version 7011. I reinstalled the Server, everything is fine, just the Restore from Backup does not work, saying, the Backupversion is for 7008 and so it is not continuing, I immediatly need help, maybe you can send me a download link for files to install Build 7008? Thx a lot
Upgrading from 7007 - what release would you recommend?
Hi, I am currently running 7007 and will be upgrading soon. I was thinking of going to 7010 and then I saw that 7011 had come out. Looking at the posts in the forum both releases seem to have their pluses and minuses. For those that have tested these releases (or are already running one of them) which would you recommend as being the better choice? Thanks, Jeff
Scheduled reports not running
Scheduled reports are not working. We were having the problem in 7002 and I patched to 7011 but the problem persists. It is an "Open Requests" report set to run everyday at 1400 and mail a pdf to me. The report never shows up. Mail routing works for new calls, etc., so it shouldn't be a mail server issue.
MySQL access
Is it possible to access the MySQL database via an ODBC driver? Reason is to utilize the account and contact phone number tables for another application and keep the two in sync.
Scheduled Report on field Change
Been asked if it is possible to generate a report that shows all requests where the sub category field has changed in the last 24 hours. Being an SQL novice thought I'd ask here before starting on a teach yourself SQL course Thanks for your help
7002 to 7011
I downloaded 7011 and tried to do the upgrade however it gave me a message that seemed to say I could not go directly from 7002 to 7011. Is this correct? If so where can I download the interim releases?
Re-install over an existing install
Our support staff used the SupportCenter Plus product but then moved away due to a management decision. We are now looking to reactivate with the free or trial version to test and make sure it will fit our current needs. We still have the old install but can not start the service desk. Is it possible to re-install over the existing install to test and still have access to the original data. We know we wont have access to more than 25 contacts but that is ok for our test. Thanks in advance for your
Unable to make selections in reports after 7011 update
Since our upgrade to the 7011 version we are unable to make selections when generating reports or editing existing ones. Examples: Firefox: When generating a new report and selecting a filter for "ACCOUNT is" I click the new icon for loading the list of accounts and select an account. Clicking the OK button then does nothing. The cancel and close buttons work fine. Internet Explorer: When trying to make the selection as above when I click the new icon to bring up the list of accounts it does not
If contact is deleted do you loose all associated calls?
Hi Support and Forum users hope your all well! Don't really want to test this, so it's just a general question. If a contact had logged say 40 requests, and I delete that contact from the system does it delete all associated calls? If it doesn't and I recall a request that was one of the now deleted contacts is it ok? If that contact then goes back to the same company and I want to re-add that contact exactly as he was would this work ok? Any thoughts would be appreciated as I don't want to take
Cannot login
Cannot login to the application anymore. I would not mind to reinstall the application but my data is the serious issue here. Please see attached, I tried to reset the admin password by connecting to MYSQL in dos mode but it returns an error about cannot open aaaapasword file. Still no luck. Any Help?
- Assinging time or hostory report
Hello everyone, I need to create a report where says the time between a case is created and it's assigned to some Support Rep. The only place where I can see this information is in the history section. Is there any way to make a report of this? And if is not, Is there any way to make a report where appears de history? (or export the hole history). This is because my SLA are about the amount of time between the customer ask for support (send the email and creates the support case), and we started
Notification Rules confuse between Contact and Support Rep
Dear support team, I'm trying SC+. I now encouter a problem with Notification profiles. Here is the case, 1st. A request is made by a contact -> An email notify Support Rep of assigned request 2st. Support Rep reply the email from SC+ system. 3st. I think that SC+ should generate an email to Contact notifying that there is an update on the request. But the problem is that It's the support Rep who received the email from SC+ telling that "update has been made by contact" I think that there may be
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